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As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, + Read More

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t exist, and we were + Read More

With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can + Read More

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams + Read More

Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can + Read More

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that + Read More

The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series + Read More

Continuing our series of the best customer service posts on the web from May, I’m going to look at some standouts from last + Read More

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your + Read More

Introduction We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.” For retailers, this old saying rings + Read More

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer + Read More

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More